Refund policy

 

Return Policy

At Greentrees Glass, each piece is handmade. Please contact us at mattgreentrees@gmail.com before sending any item back. Include your order number, and we’ll provide the return address and instructions.

Ready-to-ship pieces

If you change your mind about a ready-to-ship piece, email us within 14 days of delivery to request a return. The piece must be returned undamaged. Its original packaging is not required, but please pack it securely to protect the glass in transit.

Once your return is approved, you have 7 days to ship it back. You are responsible for return shipping. After we receive the piece, you may choose a refund to your original payment method or store credit for the price of the piece. The original shipping charge is not refunded for a change-of-mind return.

Custom and memorial glass

Custom-made pieces and memorial glass made with cremains cannot be returned for a change of mind once made.

You may cancel a custom or memorial order for a full refund before we begin making it. If you request cancellation after work has begun but before the piece is finished, it may qualify for a partial refund, decided case by case.

Pieces damaged in delivery

If your piece arrives broken or damaged, email mattgreentrees@gmail.com within 48 hours of delivery. Include your order number and photos of both the damaged piece and its packaging.

You may choose a refund, repair, or replacement. We ask that you return the broken piece. Please wait for our return instructions before shipping it, and ship it within 7 days after the return is approved.

We cover return shipping for items that arrive damaged and will provide a prepaid return shipping label. If you choose a repair or replacement, we pay to ship the repaired or replacement piece to you. If you choose a refund, we refund the piece and its original shipping charge. You may choose a refund to your original payment method or store credit; we issue the refund after receiving the returned piece.

This policy does not limit any rights you may have under applicable law.